At Ascentiz, product quality and customer satisfaction always come first. If for any reason you are not completely happy with your purchase, we want to make the return and refund process as smooth as possible, just as our exoskeleton assist system. Please review the following policy carefully.

Scope

This policy applies only to purchases made directly through the official Ascentiz Online Store (https://ascentizexo.com, hereafter "Ascentiz"). 

Return Period

You may request a return within 14 calendar days of receiving your product.

Once your request is approved, you must ship the product back within 7 calendar days.

If the product is not shipped back within this timeframe, the request will be automatically canceled.

Return Eligibility

Returned products must be intact and in a condition that does not affect secondary sales.

All original accessories, manuals, tags, gifts (if any), and packaging must be included and remain intact. Please keep the original packing box in case you need to send back the products, or it might impact the progress of the return.

Returned items will be inspected upon arrival. Items not meeting these conditions may be denied or refunded at a reduced amount.

Special Cases

Damaged, Defective, or Incorrect Items:

If your item arrives damaged, defective, or incorrect, please contact us within 7 days. We will cover all shipping costs for return and replacement.

If defects occur after 14 days but within the warranty period, please file a warranty claim by contacting service@ascentizexo.com.

Damage from Improper Handling: Products damaged due to misuse, unauthorized disassembly, mishandling, or modification are not eligible for return. In such cases, repair support is available via Ascentiz Customer Support.

Missing Accessories or Packaging: Returns that are incomplete (missing parts, gifts, packaging) or not in new/like-new condition (with cracks, dents, or scratches) may be rejected or subject to a partial refund.

Customized Products: Products with customized engravings or other personalized modifications are non-returnable.

Consumable Parts: Due to transport and handling reasons, consumable parts like straps and mounts are excluded from returns.

Return Procedure

1. Send your request to service@ascentizexo.com to initiate a return. The request should include:

• Email subject: [RETURN REQUEST] + Your Order Number
• Your device serial number.
• A reason for return (e.g., change of mind, defect) with supporting evidence (photos, videos, screenshots, app log files if applicable).

2. Our team will review your request within 2 business days and provide further instructions.

3. If approved, ship the product back in its original packaging to the return address provided by our support team.

4. Once received, we will conduct a quality check and update you on the status.

Important Notes:

Unauthorized returns may not be accepted. Please always contact Customer Support first.

Please ship to the address provided by our team. Packages sent elsewhere may get lost.

Use a trackable shipping service and share the tracking number with us. Ascentiz is not responsible for lost shipments during the return process.

Always reuse the original box and packaging to prevent damage in transit. Please follow the notes above closely; you could also be liable for the loss or extra damage of the returned products.

Return Address

United States: 611 Reyes Dr, Walnut, CA 91789, USA

Other Countries/Regions: Please contact service@ascentizexo.com before proceeding with the return.

Refunds

Refund Timeline

Refunds are issued within 14 business days after we receive and inspect the return. Your bank or PayPal may take an additional up to 10 business days to credit the refunds to your original payment account.

Refund Amount

Non-defective returns are subject to a service fee of 10% to 30% and return shipping costs.

Package Status	Product Category	Service fee*
Unopened	Exoskeleton	10%
	Accessories	10%
Opened, Unused	Exoskeleton	15%
	Accessories	20%
Opened, Used	Exoskeleton	20%
	Accessories	30%

*Service fees cover inspection, restocking, and handling.

📧 For all return and refund inquiries, please contact service@ascentizexo.com.